telephone end user support coming

Daniel Wang stolenclover at yahoo.com.tw
Fri, 26 Sep 2003 15:53:00 -0700


Bart Decrem wrote:
> Hi everyone,
> 
> Good news: starting with the release of Mozilla 1.5 (which will happen 
> over the next couple of weeks), we will be offering telephone support to 
> end users.  End user support by telephone will not be cheap ($39.95 per 
> incident) and will be difficult for non-US people to get to since it's 
> an international call, but this is a great first step.  There's a reason 
> why this is so expensive: a typical telephone support call takes almost 
> 30 minutes.
> Hopefully, we'll also offer e-mail support before too long, which would 
> be a lot less expensive and accessible to people around the world.  
> We're still identifying the appropriate vendor to work with on that, so 
> feel free to send me your recommendations for vendors to offer this 
> service.
> 
> The goal is to have a broad range of free and paid support options 
> available to user, many of wich are already available: telephone 
> support, email support, mailing lists, newsgroups, message boards, IRC etc.
> 
> For telephone support, we will be using DecisionOne, the company that 
> has been offering end-user support for Netscape.

Will DecisionOne support 1.4.x ? We are redoing the Help's Help and 
Support Center <http://bugzilla.mozilla.org/show_bug.cgi?id=220395>. I 
don't know if it will apply to 1.4.x, but please comment in the bug if 
we should put this in.